ClickFox's Customer Experience Analytics Blog

The report, which describes ClickFox as the “most prominent” vendor in the contact center market, notes that consumer behavior is changing with the emergence of newer service channels like web and mobile: “The rapid uptake of web-based collaboration tools such as social media make understanding customer behavior across all channels a crucial part of the effort to provide stellar customer experiences.” Ovum analyst, Aphrodite Brinsmead, also notes that “A greater number of customer touchpoints has created pressure for enterprises to create consistent experiences across multiple channels. In order to increase satisfaction rates and improve first contact resolution, enterprises must provide relevant information at the initial point of contact. Cross-channel analytics are increasingly important to understand customer preferences and adapt services appropriately.”

Brinsmead points to the limitations of surveys and other analytics tools in delivering complete insight into customer experience: “Although there are a number of ways to measure customer satisfaction, including surveys and speech analytics, these tools do not relate different channel interactions from the same customer.” The report notes that “[ClickFox] aggregates data from all possible points of contact between a customer and an organization” to track consumer patterns and predict future behavior. This insight enables organizations to deliver more cost-effective, satisfying experiences tailored to their customer’s unique needs, regardless of the channel used.

For a limited time, you can download the report here.

You can also download a Forrester Research about Real-Time Analytics for Contact Centers which singles out ClickFox’s unique capabilities (available for a limited time as well).

Click here to register for our upcoming webinar with Forrester’s Vice President and Principal Analyst which takes place this Thursday, the 10th of June at 1pm EST.

ClickFox today announced the launch of ClickFoxGO!, a new packaged software and services offering aimed at companies with light to moderate interaction volumes and limited customer service channels. The ClickFoxGO! solution will enable companies of any size to gain deep and powerful insight into customer experience trends and issues faster, easier, and more affordably than ever before.

Leveraging the industry-leading ClickFox CEA technology ClickFoxGO! will deliver advanced dashboards and reporting of high-level customer experience improvement opportunities. Marco Pacelli, ClickFox CEO, says:

“We’ve seen the adoption rate of customer experience analytics grow tremendously in the past few years, but it still remains largely concentrated around large-scale organizations. ClickFox is expanding its offerings to meet the demand for more accessible and affordable solutions to ensure that organizations of all sizes can benefit from customer behavior analysis and insight. This cost-effective solution will deliver immediate ROI and a better understanding of customer paths, preferences and service needs.”

ClickFoxGO! packages are available for a single interaction channel (such as IVR), or cross-channel environments, and include:

• Up to 5 million analyzed customer interactions per month
• Analytics powered by the ClickFox CEA core engine
• Solution hosting and data retention for 13 months
• ClickFox professional services

Contact us for more information on ClickFoxGO!

PS: Don’t forget that there’s still time to fill out our customer tipping point survey for a chance to win an iPad.

1to1 Magazine today published an article titled “What’s Wrecking Your Customer Experience” where they explained four strategies companies can use to navigate their way to customer experience excellence. Anna Convery, ClickFox CMO, was one of the interviewees quoted in the article:

Anna Convery, chief marketing officer at customer experience analytics company ClickFox, says she is beginning to see more chief customer officers and the like who sponsor customer experience projects. But it’s not yet commonplace. “There is a lot of talk about the customer experience at the C-level, but not a lot of folks putting their shoulder to the wheel,” she says.

“Traditionally analytics have been pushed up from each department,” adds Convery of ClickFox. “But as you bring metrics up to the C-level, it means that the organization understands the importance of the customer experience.”

Convery also recommends a focus on metrics around customer acquisition, retention, and growth, which all have bottom-line impact. In addition to new customer volume and share of wallet numbers, however, she advises going deeper into the data:

• What causes customers to churn? Look at 90-day pre-churn behavior to identify other potential churners and save them before they go.
• What’s the best way to onboard a new customer? Follow good customers and create a model of their first 30-day experience to create other good customers from day one.
• How does self-service impact the customer experience? Map customer experience, customer satisfaction, and loyalty metrics against self-service. Are the experience metrics the same, better, or worse if customers use self-service channels?
• What are surveys really telling us? Pay close attention to user surveys not just to look at results, but to see what customers tried to do and where the experience broke down.

Ultimately, it’s what you do with the data that will decide if your company creates or avoids a customer experience pitfall. “The data may be there, but as an organization if you’re not ready to implement change, it becomes merely an academic result,” Convery says.

To read the entire 1to1 article click here (login required).

The article also quotes Forrester analyst, Bruce Temkin, who will be featured in our next webinar. To register for the webinar titled “Understand your Customers as Individuals, Not Individual Transactions” click here.

Register NOW!

Understand your Customers as Individuals, Not Individual Transactions – Featuring Bruce Temkin

Thursday, March 18^th 1:00 pm EST

Forrester analyst Bruce Temkin estimates that customer experience quality could cause swings of $242 million for a large bank and $184 million for a large retailer, but also notes that one of the biggest challenges to success is a lack of cooperation across the organization. Chances are, you already know how customers interact  in stores, on web sites or with call centers, but looking at these interactions independently of each other creates huge ‘blind spots’ resulting in increased operations costs and customer churn. Connecting the dots between service channels delivers a complete picture of customer experience, not just several individual snapshots, for true customer-centric improvement strategies.

Join Bruce Temkin and ClickFox CMO Anna Convery to learn how best-in-class companies are applying a cross-channel approach to customer experience to:

• visualize customer experience across all retail, web, voice self service, and live agent interactions
• apply the appropriate mix of highly efficient, lower cost customer service options
• build a behavioral model for deep analysis into customer paths, trends, and preferences
• understand the direct impact of experiences on CSAT, churn and future buying behavior
• predict and proactively respond to potential churn with highly effective retention strategies

Attendees will hear several powerful case studies illustrating how cross-channel customer experience analytics is delivering multi-million dollar insights and enabling organizations to finally understand their customers as individuals rather than a series of individual transactions.

Register NOW!

You can also watch a replay of our previous webinar with Bruce Temkin, Finding Your Competitive Advantage with Customer Experience Analytics, here.

Consumers and enterprises are expected to increase interactions with their financial service providers in response to the current economic climate as they strive to re-evaluate finances and shift around assets. Each of these interactions represents the potential to keep or lose important customers, according to Forrester Research, which two years ago defined customer experience as “one of the key skills for survival in the financial services industry.” That prediction seems even more relevant today as financial institutions strive to retain customers in a climate with few, if any, growth opportunities in the short term.

ClickFox Customer Experience Analytics (CEA) enables some of the world’s leading banking and financial institutions to understand and drive the ideal customer experience by leveraging the significant amount they’ve already invested in automated systems and data collection. By translating complex customer interactions across multiple, self- and assisted service channels – touchtone or speech-enabled Voice self-service, Email, Web, Chat, Agent Desktop/CRM, Kiosks – ClickFox turns data into fact-based insights for optimizing cross-channel business performance and improving overall customer experience.

You can download the Finance Industry Brief now.

And don’t forget to register for our next webinar on Oct. 29th at 1pm: What top-performing banks already know about Customer Experience.

Increased competition within today’s marketplace and customer demand for diverse communication methods means that companies must address customer experience across all available service channels to stay profitable. However, traditional approaches only provide a one-dimensional view into customer behavior patterns, offering little to no insight into retention opportunities.

ClickFox, the leader in cross-channel customer experience analytics, shows how one of the nation’s largest service providers was able to save over 1,500 customers per month by analyzing specific behavior patterns leading to dissatisfaction and churn. ClickFox CEA delivers a powerful view of customer experience across all touch points, enabling companies to proactively respond with highly effective, customer-centric retention strategies.

Learn how several world-class organizations across industries are using ClickFox CEA to:

• Gain insight into which specific customer experiences lead to negative and positive CSAT scores
• Understand the relationship between low CSAT scores and customer churn behavior
• Discover how to predict and proactively respond to potential churn with highly effective customer-centric retention efforts
• Implement targeted improvement strategies based on comprehensive customer insight across all channels

Watch the Webinar Replay now!

I just couldn’t resist the pun in the title of this post. As some of you may have already read in other places, Datamonitor associate analyst Aphrodite Brinsmead has published an article about Twitter and Google as customer service tools in which she says:

The current business environment consists of a struggling economy, in which customer acquisition is challenging, while consumers are increasingly sharing information on the web. These trends have created an opportunity for contact centers to utilize social networking websites to improve customer service at a low cost, by integrating Web 2.0 technologies with other communication technologies.

Customer experience analysis vendors, such as ClickFox, SAS and SPSS, should find ways to use the information from social networking to help enterprises understand and analyze data from customers.

While Twitter and other social networking application are in various stages of adoption and are not yet fully mature as customer service channels, many companies are starting to adopt these and other Web 2.0 technologies to interact with their customers. The main obstacle of using such tools is information security. Brinsmead says:

Some of the key concerns with integrating Web 2.0 channels into customer service solutions include the security in providing information over the web, the authenticity of postings and advisors, and data ownership. For example, banks using Twitter must be careful to educate customers about the hazards of posting personal details. Twitter is an open community, allowing anyone to find users and share information, but this can be seen as a disadvantage because there are no controls over who accesses information and the website could, in theory, be used to negatively target competitors’ brands.

ClickFox is ready to meet these challenges today. Our CEA solution is data agnostic and system independent and as companies start adopting these new ways to interact with their customers, ClickFox can incorporate these new channels into the overall cross-channel customer experience environment.

We’re not sure where social networking will end up or how it will eventually be used, but new companies like Yammer (the business Twitter), Flock (social web browser) and even the mighty Facebook (who recently launched their single sign-on API called Facebook Connect) are all getting in position to make significant changes in the ways groups and individual consumers interact with companies. And we can help these companies make sense of it all by tying these new interaction channels to the more traditional ones they are already using.

To see how ClickFox is helping customers analyze customer experience today, please visit our download library.

To read more on this topic:

1. Twitter and Google As Customer Service Tools
2. Datamonitor Argues Virtues of Web 2.0 Technologies in Contact Centers

ClickFox has recently published a couple of case studies that we wanted to make sure you were aware of. These case studies are based on real world data and show how Customer Experience Analytics has enabled corporation to better understand their customers and gain tremendous business advantages. For the financial industry, we published a case study titled Harnessing the Value of Customer Behavior Insights at a Global Financial Services Powerhouse. Here’s the case study overview:

One of the world’s largest financial institutions serves individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services. They are top-tier globally in terms of deposits, assets and debit and credit cards, serving millions of consumers and businesses, guided by a corporate mission to provide unmatched customer convenience.

A very active customer base generates over 1.3 billion calls per year handled by self-and assisted-service channels. A corporate strategic goal was to raise customer satisfaction and delight combined with a key tactical goal to improve self-service automation rates and experience. The organization wanted to understand how their customers actually move through a variety of self and assisted processes. Most pressing was a desire to discover the paths and actual customer experiences within the interactive voice response (IVR) system, given the call volumes and the bank’s abiding principle of offering customer convenience.

To register and view the complete financial industry case study, click here.

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The second case study is for the utility industry and is titled Cross-Channel Customer Experience Analysis at U.S. Fortune 500 Natural Gas Distributor. Here’s the case study overview:

A Fortune 500 natural gas distributor currently serves over 2 million customers in multiple states, growing its customer base dramatically over the last couple of years. A key challenge facing this utility is to match a commitment to customer service satisfaction while maintaining their reputation as one of the most efficient natural gas distribution companies in the United States.

At the end of 2007, the company chose ClickFox Customer Experience Analytics (CEA) on-demand solution to analyze voice self-service for customers calling into U.S.-based call centers. Single channel analysis of the voice self-service customer experience began in early 2008 and was followed by a broader, cross-channel analysis combining voice/ Interactive Voice Response (IVR), CRM/Agent Desktop and Customer Satisfaction (CSAT) data. The company was looking for a clear picture of customer traversal through self-and assisted service channels overlaid with CSAT feedback to gain understanding of customer paths and how they correlate to customer experience.

To register and view the complete utility industry case study, click here.

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We will be publishing several new case studies in the following weeks. Next up are case studies for the telecom and healthcare industries. Be sure to check back often.